Human Resource Practices In Hotel Industry INTRODUCTION TO HOTEL INDUSTRY One of the fastest growing sectors of the economy of our time is the hotel industry. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India, but also globally. Modern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management principles in the hotel industry and the hotel professionals realized the instrumentality of marketing principles in managing the hotel industry. The concept of total quality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourism 1
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Human Resource Practices In Hotel Industry
INTRODUCTION TO HOTEL INDUSTRY
One of the fastest growing sectors of the economy of our time is the hotel
industry. The hotel industry alone is a multi-billion dollar and growing
enterprise. It is exciting, never boring and offer unlimited opportunities. The
hotel industry is diverse enough for people to work in different areas of interest
and still be employed within the hotel industry. This trend is not just in India, but
also globally.
Modern hotels provide refined services to their guests. The customers or
guests are always right. This principle necessitated application of management
principles in the hotel industry and the hotel professionals realized the
instrumentality of marketing principles in managing the hotel industry.
The concept of total quality management is found getting an important
place in the marketing management of hotels. The emerging positive trend in the
tourism industry indicates that hotel industry is like a reservoir from where the
foreign exchange flows. This naturally draws our attention on HOTEL
MANAGEMENT. Like other industries, the hotel industry also needs to explore
avenues for innovation, so that a fair blending of core and peripheral services is
made possible. It is not to be forgotten that the leading hotel companies of the
world have been intensifying research to enrich their peripheral services with the
motto of adding additional attractions to their service mix. It is against this
background that we find the service mix more flexible in nature.
The recruitment and training programmes are required to be developed in
the face of technological sophistication. The leading hotel companies have been
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Human Resource Practices In Hotel Industry
found promoting an ongoing training programme so that the personnel come to
know about the use of sophisticated communication technologies.
INTRODUCTION TO HUMAN RESOURCE
DEPARTMENT OF HOTEL INDUSTRY
In hotel industry the job of HR manager can be compare with the job of
conductor, whose job is to instruct and direct all of the various musicians so that
they can perform well together. But before a conductor can direct a beautiful
performance, all of the individual musicians must be able to play their
instruments well. What kind of performance could one can expect if the
violinists did not know how to play their instruments or the flutists could not
read music?
So it is in the hospitality industry, before a manager can direct and shape
employee’s individual contributions into an efficient whole, he or she must first
turn employees into competent workers who know how to do their jobs.
Employees are the musicians of the orchestra that the members of the audience-
the-guests-have come to watch performance. If employees are not skilled at their
jobs, then the performance they give will get bad reviews. Just as an orchestra
can have a fine musical score from a great composer and still perform poorly
because of incompetent musicians, so a hotel can have a finest standard recipes,
service procedures and quality standards and still have dissatisfied guests
because of poor employee performance.
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Human Resource Practices In Hotel Industry
That is why properly managing human resources is so important. No other
industry provides so much contact between employees and customers and so
many opportunities to either reinforce a positive experience or create a negative
one.
As in the five-star hotel and five-star deluxe hotel there are around lots of
employee are involved in different jobs in different fields there is dire need to
look and control on them. No doubt different department’s heads are present to
look their department employee, but HRD is a place, which supervise and
effectively communicate with these departments head and communicate with the
top management. Thus there function is very large and diverse as compared with
respect to different department’s heads.
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Human Resource Practices In Hotel Industry
Fig: A Typical Organization of Personnel Department
information – duties, responsibilities, skills and knowledge required to
perform the jobs. It may be stated that in job analysis, information about a
job is collected and not about the incumbent, however, the jobholder is
consulted. Employees are often asked to supply vital information about the
contents of job, given their familiarity with it.
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Human Resource Practices In Hotel Industry
≈ The Levels of Details: The level of analysis may vary from detailed, as in
time and motion studies, to broad as in analyzing jobs based on general
duties. The level of analysis affects the nature of the data collected.
Fig: Process of Job Analysis
≈ When and How Often: Another strategic choice relates to the timing and
frequency of conducting job analysis. Job analysis is generally conducted
when i) an organization is newly established and the job analysis is
initiated for the first time; ii) a new job is created in an established
company; iii) a job is changed significantly due to change in technology,
methods, procedures or systems; iv) the organization is contemplating a
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Strategic Choices
Gather Information
Process Information
Job Description
Job Specification
Uses of Job Description and Job Specification Personnel Planning Performance Appraisal Hiring Training & Development Job Evaluation &
Compensation Health & Safety Employee Discipline Work Scheduling Career Planning
Human Resource Practices In Hotel Industry
new remuneration plan; or v) the employees or managers feel that there
exist certain inequities between job demands and the remuneration it
carries.
≈ Past-Oriented versus Future Oriented: If an organization is changing
rapidly due to fast growth or technological change, a more future-oriented
approach to job analysis may be desired.
≈ Source of Job Data: Although the most direct source of information
about a job is a jobholder, a number of other human and non-human
sources are available.
Information Gathering
This step involves decision on three issues, viz;
≈ What type of data is to be collected?
≈ What methods are to be employed for data collection?
≈ Who should collect the data?
For Example: In most of the hotels that I visited, the sources for collecting
information are by Observation, Interviews and Questionnaire.
Information Processing
Once the job information has been collected, it needs to be processed, so that it
would be useful in various personnel functions. Specifically, job-related data
would be useful to prepare job description and job specification. (see fig).
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Job AnalysisA Process of Obtaining all Pertinent Job Facts
Human Resource Practices In Hotel Industry
Fig: Job Description and Job Specification in Job Analysis
Role of Human Resource Department
The human resource department plays a major role in helping plan the
system and in developing job description, job specification and performance
standards. Specialists in that department may be assigned to conduct job analysis
and write job descriptions in cooperation with managers, supervisors and
employees. The human resource department is not involved in the actual writing
of performance standards but play a diagnostic, training and monitoring role.
JOB DESIGN
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Job DescriptionA statement containing items such as Job title Location Job Summary Duties Machines, tools &
equipment Materials & form used Supervision given or
received Working conditions Hazards
Job SpecificationA statement of human qualifications necessary to do the job. Usually contains such items as Education Experience Training Judgement Initiative Physical efforts & Physical skills Responsibilities Communication skills Emotional characteristics Unusual sensory demands such as
sight, smell, hearing.
Human Resource Practices In Hotel Industry
Job design is a process of determining the specific tasks and responsibilities to
be carried out by each member of the organization. In simple words, the logical
sequence to job analysis is job design. Job analysis provides job-related data as
well as the skills and knowledge expected of the incumbent to discharge the job.
Job analysis, then, involves conscious efforts to organize tasks, duties and
responsibilities into a unit of work to achieve certain objectives.
Fig: Factors Affecting Job Design
Factors Affecting Job Design
Feedback
Organizational FactorsCharacteristics of taskWork flowErgonomicsWork practices
Environmental FactorsEmployees abilities and availability Social and cultural expectations
Behavioural FactorsFeedback AutonomyUse of abilitiesVariety
Job Design
Productive & satisfying job
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Human Resource Practices In Hotel Industry
Job design is affected by organizational, environmental, behavioural factors. A
properly designed job will make it productive and satisfying. If a job fails on this
count, the fault lies with the job designers who, based on the feedback, must
redesign the job. (See Fig)
Techniques of Job Design
Fig: Techniques of Job Design
Work Simplificatio
n
JobRotation
Autonomous Teams
High Performance Work Design
Job Enrichment
Job Enlargemen
t
JobDesign
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Human Resource Practices In Hotel Industry
≈ Work Simplification: In this technique, the job simplified or specialized. A
given job is broken down into small sub-parts and each part is assigned to one
individual.
≈ Job Rotation: Job rotation implies movement of employees from job to job.
Jobs remain unchanged, but incumbents shift. With job rotation, a given
employee performs different jobs, but more or less, jobs of the same nature.
≈ Job Enlargement: Job enlargement involves expanding the number of tasks
or duties assigned to a given job. Job enlargement is naturally opposite to
work simplification. Adding more tasks or duties to a job does not mean that
new skills and abilities are needed to perform it.
≈ Job Enrichment: Job enrichment seeks to improve both task efficiency and
human satisfaction by building into people’s jobs, quite specifically, greater
scope for personal achievement and recognition, more challenging and
responsible work, and more opportunity for individual advancement and
growth.
≈ Autonomous or Self-directed Teams: A self-directed work team is an intact
group of employees who are responsible for a whole work process or segment
that delivers a products or service o an internal or external customer.
≈ High-Performance Work Design: It is a means of improving performance
in an environment where positive and demanding goals are set.
Role of Human Resource Department
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Human Resource Practices In Hotel Industry
The human resources department’s role in job design is usually indirect,
although job design influences almost every aspect of human resources
management. The department diagnoses organizational problems that suggest
job redesign, incorporate information on job design in training and management
development programs, and help plan job redesign programs to ensure that sound
human resources policies and practices are developed. Further, the department is
needed to prepare to modify job descriptions and job specifications and to
modify recruitment, selection, training, compensation and other practices to be
consistent with any job redesign program.
RECRUITMENT
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Human Resource Practices In Hotel Industry
In simple terms, recruitment is understood as the process of searching for
and obtaining applicants for jobs, from among whom the right people can be
selected. Recruitment is the process of finding qualified people and encouraging
them to apply for work with the firm.
Managerial Roles
Responsibility for the overall recruitment process is assigned to human
resources managers. They are responsible for designing and implementing a
recruitment program that will meet the hotel industry’s personnel needs while
complying with all legal requirements. This responsibility includes finding
sources of applicants; writing and placing advertisements; contacting schools;
agencies and labour unions; establishing procedures to guarantee equal
employment opportunity; and administering the funds the firm has budgeted for
recruitment.
For Example: In most of the hotels that I visited the recruitment is done by
Advertisement, Recruitment Agencies, on net (Naukri.com). And only in some
hotels it is done by the way of College Campus, Placement Service.
Factors Governing Recruitment
The given fig. represents the factors that normally affect the recruitment
process. These factors add additional function to that of HR manager.
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Fig: Factors influencing recruitment
Types of Recruitment
In hotel industry, the types of recruitment are:
Internal Recruitment
Internal recruitment seeks applicants for positions from those who are
currently employed. Internal sources include present employees, employee’s
referrals, former employees, and former applicants.
External Recruitment
Finding qualified applicants from outside the organization is the most
difficult part of recruitment. The success of an expanding hotel industry or
one with many positions demanding specialized skills often depends on the
effectiveness of the organizations recruitment program. Specifically, sources
external to an organization are professional or trade associations,